Helpdesk Engineer (L1 IT Support)

About the role

BlackStone eIT is looking for an experienced IT Support / Service Desk Specialist to provide first-line technical support to end users in Abu Dhabi. The role covers troubleshooting hardware and software issues, managing service requests and incidents, and ensuring timely resolution and escalation of technical problems. The ideal candidate has strong hands-on experience with Windows/macOS, Microsoft Office, end-user devices, networking and ITSM/ticketing systems, and communicates well in both Arabic and English.

Key responsibilities

• Provide L1 IT support to end users through remote and onsite channels.
• Log, classify, prioritize and resolve incidents and service requests through the ITSM/ticketing system.
• Support desktops and laptops, printers, mobile devices, Windows and macOS, and Microsoft Office and standard business applications.
• Troubleshoot basic TCP/IP, DNS, DHCP and connectivity issues, and handle password resets, access requests, authentication and account issues.
• Install, configure, update and patch software and end-user devices.
• Maintain IT asset records, support equipment tracking, and support onboarding of new employees.
• Follow ITSM workflows and escalation procedures, escalating complex incidents to L2/L3 with full documentation.
• Document troubleshooting steps, FAQs and solutions in the knowledge base, identify recurring issues and recommend improvements.
• Keep tickets up to date and follow SLA requirements.

Required profile

• Diploma or Bachelor's degree in IT, Computer Science or a related field.
• Minimum 2 years of hands-on IT Support / Service Desk experience; 3-5+ years preferred.
• Strong remote-support experience and good documentation skills.
• Arabic and English communication skills.

Required skills

• Strong experience with Windows/macOS and end-user devices.
• Hardware and software troubleshooting.
• ITSM/ticketing systems, preferably ManageEngine.
• Incident and service request management; basic change and problem management.
• Basic networking (TCP/IP, DNS, DHCP) and software installation, configuration, updates and patches.